Configure organizational settings for voicemail

Before you begin managing users’ voicemail settings, you must first configure your organizational settings. These determines the users’ voicemail settings you can configure.

  1. From the customer view in https://admin.webex.com, select Calling under Services.

  2. Select Service Settings and locate the voicemail panel.

You can configure the following:

Voicemail forwarding

When enabled, the settings allow users to forward a voicemail message to another users’ number or extension. If disabled, this prohibits the user to forward voicemail messages, using an external mailbox, or sending a copy of the voicemail message to a specified email address.

  • To enable this setting, click the toggle.

Voicemail deletion

When enabled, these settings allow you to set conditions for expired messages.

You can enable the following:

  • Permissive Deletion—This keeps all unread voicemail messages and deletes those voicemail messages that have expired when a user accesses their mailbox.

  • Strict Deletion—This deletes all read and unread voicemail messages based on the time frame you set. You can enter the day(s) (1-180) in the provided field.

  • To enable this setting, click the toggle and choose the appropriate configuration.

Voicemail passcode

When enabled, the settings allow you to create a time frame in which a person has to change their passcode and how often they can change their passcode again (once it’s changed):

  • You can set the minimum number of days (between 1 and 7) when a passcode can be changed by the user when enabled. When the toggle is off, they can change their passcode multiple times on the same day.


    Webex Calling prevents the user from setting one of the older passcodes making the users' passcode more secure

  • You can set the number of days in which a passcode expires (between 15 and 180) when enabled. When the toggle is off, the passcode never expires.


    This feature also extends the passcode history from 10 to 24. That is, it can store each user’s last 24 passcodes and prevent the user from reusing one of those stored passcodes.

  • To enable this setting, click the toggle and set the appropriate configurations.

Enable voicemail for a user

If you have call forwarding enabled, then those call forward settings override the voicemail settings you configured.

1

From the customer view in https://admin.webex.com go to Users and select the user that you want to enable voicemail for.

2

Select Calling and choose Voicemail.

3

Turn on the Voicemail Service toggle, and choose from any of the settings you want to enable.


 

Some voicemail features may be unavailable due to organizational settings set.

Example

Want to see how it's done? Watch this video demonstration on how to manage voicemail settings for a user in Control Hub.

Send a user's calls to voicemail

These voicemail settings can be configured for users to direct incoming calls to users' voicemail.
  • All Calls—This option forwards all calls to voicemail.

  • When busy—This option forwards calls to voicemail when the user is already on a call.

  • When no answer—This option forwards incoming calls to voicemail after a specified number of rings.

1

From the customer view in https://admin.webex.com go to Users and select the user you want to enable voicemail for.

2

Select Calling and choose Voicemail.

3

Turn on the Voicemail Service switch, and select the following options:

  • All Calls—Select the check box and select the default greeting, or upload a greeting by clicking Upload File and select a .wav file.
  • When busy—Select the check box and select the default greeting, or upload a greeting by clicking Upload File and select a .wav file.
  • When no answer—Select the check box, select the number of rings before sending to voicemail in the drop-down menu, and then select the default greeting or upload a greeting by clicking Upload File and select a .wav file.

 

If you select All Calls, you cannot select the other two options. You can choose to direct to voicemail with both When busy and When no answer options together.

4

Click Save.

Reset a user's voicemail PIN

If the default voicemail PIN is enabled for your organization, you can reset a user’s voicemail PIN. For more information about how to set up a default voicemail PIN for your organization, see Configure a Default Voicemail PIN for All New Users.

1

From the customer view in https://admin.webex.com, go to Users and select the user you want to reset the voicemail PIN for.

2

Select Calling and choose Voicemail.

3

Click Reset Voicemail PIN.

Now the user can sign in to their voicemail portal and enter the default PIN set up for your organization.


 

Users can also reset their voicemail PIN in https://settings.webex.com following the specified criteria set forth at the organization level. For these instructions, see Set a Voicemail PIN (Webex Calling).

Enable voicemail notifications for a user

1

From the customer view in https://admin.webex.com go to Users and select the user you want to enable voicemail notifications for.

2

Select Calling and choose Voicemail.

3

Turn on the New Voicemail Notification switch, and select one of the following:

  • Via email—Select the check box, and enter the email address to send the notification.

  • Via text—Select the check box, enter the phone number to send the notification, and then select the network provider in the drop-down menu.

4

Click Save.

Manage a user's voicemail message storage

You can specify where users can access their voicemail on their phone—in the Calling User Portal or to a specified email address as a .tiff file.


If the location assigned to the user has voicemail transcription enabled and you'd like for this user to receive voicemail transcriptions, Email a copy of the message and Use the internal mailbox must be selected. For more information on how to turn voicemail transcription on or off for your location, see Enable or Disable Voicemail Transcription for a Location.

1

From the customer view in https://admin.webex.com, go to Users and select the user you want to configure voicemail message storage for.

2

Select Calling and choose Voicemail.

3

Under Message Storage, select one of the following options:

  • Use internal mailbox—Users access their messages from their phone or from the Calling User Portal. Select Use new message indicator on phone to enable the indicator.


     

    If the location assigned to the user has voicemail transcription enabled, use internal mailbox must be selected in order for this user to receive voicemail transcriptions.


     
    The internal mailbox has the following storage limitations:
    • Single message limit of 10 minutes

    • Total mailbox limit of 100 minutes

  • Use external mailbox—Users have all their voice messages sent to a specified email. This will disable access to voicemail messages from users' phone, desktop app or the Calling User Portal.

  • If this option is selected, voicemails are not transcribed.


 

This option may be unavailable if voicemail forwarding is disabled.

4

Click Save.


 

Users can choose to change these settings in the Calling User Portal. Any changes made to these settings from the user will be reflected in both the Calling User Portal and Control Hub.

Configure additional voicemail settings for a user

These additional settings can be configured with other voicemail settings for users in Control Hub.

1

From the customer view in https://admin.webex.com go to Users and select the user you want to enable additional voicemail settings for.

2

Select Calling and choose Voicemail.

3

Under Additional Settings, choose one or both of the following:

  • Select the Transfer to '0' to phone number check box, and enter the phone number to which callers will be transferred.

     

    If you select this option, make sure your voicemail greeting informs callers that pressing '0' will transfer them.

  • Select the Email a copy of message check box, and enter the email address to which the recording of all voicemails will be sent.

 

This option may be unavailable if voicemail forwarding is disabled.

If the location assigned to the user has voicemail transcription enabled, Email a copy of the message must be selected in order for this user to receive voicemail transcriptions.

4

Click Save.

Configure fax messaging settings for a user

Fax messaging allows a user to receive direct inbound faxes from their voicemail service.

Before you begin

The following must be considered before configuring this feature:
  • Faxes are collected by the Webex Calling platform and stored in a shared storage area along with voicemail messages. Storage capacity is 100 minutes of voicemail, or 1000 pages of fax messages. Make sure users are aware of the space available, and the need to have space for new fax messages and archive wisely.

  • Fax messages are stored for an unlimited amount of time.

1

From the customer view in https://admin.webex.com, go to Users and select the user you want to enable fax messaging for.

2

Select Calling and choose Voicemail.

3

Turn on Fax Messaging to enable the feature.

4

From the drop-down, select the phone number assigned for fax messaging.

5

Enter an Extension, if needed.

6

Click Save.


 

Users can choose to change these settings in the Calling User Portal. Any changes made to these settings from the user will be reflected in both the Calling User Portal and Control Hub.

Enable voicemail transcription for a user

With voicemail transcription, the user receives an email with the voicemail transcription in the body of the email and .WAV file as a voicemail attachment.

For a user to have voicemail transcription, the following conditions apply:

  • Enable voicemail transcription for the user’s location. For help, see Voicemail transcription for Webex Calling.

  • Select Email a copy of message and Use internal mailbox in the user’s voicemail settings area of the Calling profile: